All of us experience conflict. We argue with our spouses, disagree with our friends, and sometimes even quarrel with strangers at a hockey game. At times we lose sight of the fact that all this conflict is normal. So long as people are individuals there will be the potential for conflict.

Since you can’t prevent conflict, the most important thing is to learn how to handle or manage it in productive ways. That’s what this workshop is designed to help you do.

• Defining Conflict
• Types of Conflict
• Open Conflict vs. Hidden Conflict
• Spontaneous and Reflective Action
• Johari Windows
• Stages of Conflict
• Conflict Resolution Style Questionnaire
• The Role of Communication in Conflict Resolution
• Active Listening
• Paraphrasing
• Powerful Questions
• Body Language
• Seven Steps to Ironing Things Out
• The Conflict/Opportunity Test
• Conflict and its Resolution
• Facilitating Conflict
• Setting Norms
• Making Interventions